Technical Support Lead (AI)

TL;DR

Technical Support Lead (AI): Building and scaling the customer support function from the ground up for an AI-first enterprise platform with an accent on process design, team leadership, and technical issue resolution. Focus on implementing AI-driven support workflows, managing enterprise-level escalations, and bridging the gap between customer feedback and product engineering.

Location: Must be based in Tel Aviv and work on-site

Company

hirify.global is an AI-first startup backed by top-tier investors, helping Fortune 500 enterprises deploy LLM-powered applications at scale.

What you will do

• Build the support function from scratch, including processes, workflows, escalation paths, and SLAs.
• Lead day-to-day support operations for global enterprise customers, managing prioritization and communication.
• Hire and mentor a team of Support Engineers to handle complex technical investigations.
• Design an AI-first support model using advanced tooling for log analysis and knowledge retrieval.
• Develop and maintain a comprehensive knowledge base to enable rapid team onboarding.
• Collaborate with Product and Engineering to surface recurring issues and drive root cause fixes.

Requirements

• 6+ years of experience in technical support or solutions engineering, with 2+ years in a lead capacity.
• Proven track record of building support processes in a fast-moving startup environment.
• Experience working with global Fortune 500 enterprise customers.
• Strong technical foundation with the ability to read logs and understand complex system behaviors.
• Hands-on experience with AI tools like Copilot, Claude, or Cursor.
• Excellent written and verbal English communication skills.
• Must be based in Tel Aviv and available to work on-site.

Culture & Benefits

• Opportunity to define the support strategy and culture at a high-growth AI startup.
• Direct collaboration with company leadership, Product, and Engineering teams.
• High-impact role with significant ownership over customer experience and product direction.
• Work with cutting-edge LLM technology and global enterprise clients.